Marcos Maldonado

Portsmouth, VA *****

ad2z0p@r.postjobfree.com

+1-267-***-****

Customer service oriented professional with several years of combined administrative and call center experience. (Bi-lingual/ Spanish)

Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Customer Service Representative

Aston Carter/ Elevance Health - Norfolk, VA

November 2022 to Present

• High-volume inbound call center

• Assist callers using multiple systems and knowledge management software. • Handle inbound provider and member calls

• Differentiate state markets for Medicaid.

Eligibility Specialist

Caring People Alliance/ Early Learning Resource Center- Philadelphia, PA December 2021 to September 2022

• Determine eligibility for state funded child care assistance based on income and other criteria.

• Create and follow up with client applications and cases. Access Center Specialist

TOWER HEALTH SYSTEMS (St. Christopher's Children's Hospital) - Philadelphia, PA October 2020 to October 2021

• Accepted incoming calls pleasantly and appropriately using assigned greeting and contacted providers for established protocols.

• Notify all related areas when call changes are received.

• Handled switchboard duties as assigned.

• Provided support as directed and cancels appointments at patient request.

• Determined purpose for call schedules patients in Epic for Same Day, Same Site, After Hours, and Immediate Care.

• Updated patient information as necessary.

• Documented current health insurance information and reviews/updates patient demographics. Customer Advocate

Dominion Enterprises - Homes.com - Norfolk, VA

April 2019 to August 2020

• Applied for mortgage and handling procedures of real estate purchasing for customers.

• Researched local real estate companies by doing interviews and survey; analyzed the demands of customers.

• Participated in the company's sales strategy.

• Educated clients on market conditions and Real Estate trends.

• Assessed financial information and credit reports to determine the best loans and properties for the client.

• Conducted all business in accordance with company procedures and Fair Housing Laws. Benefits Specialist

Conduent - Chesapeake, VA

June 2016 to April 2019

• Performed audits of monthly reports from COBRA administrator to ensure conformity with COBRA and HIPAA provisions.

• Served as a liaison for HR managers and employees with escalated billing and claim issues. • Informed each regional HR manager on procedural or benefits changes.

• Initiated the writing of comprehensive and site-specific benefits guides to explain policy procedures and forms for accurate benefits administration, resulting in a cost savings through time efficiency in streamlined operations.

• Provided support to the benefits manager regarding 401(k) discrimination testing. • Played a significant role in informing separated employees on outstanding 401(k) loans along with options to make their loans current.

• Applied applicable corrections in the payroll system, Enterprise.

• Reviewed employee compensations to ensure the company match was not applied to ineligible compensations. Collections Representative/Customer Service

Alorica - Virginia Beach, VA

August 2015 to May 2016

• Maintain a high-volume workload within a fast paced environment. Assisted an average of 550 clients in any given week and consistently met performance benchmarks in all areas (speed, accuracy and volume).

• Helped company attain the highest client service ratings (as determined by external auditors) - earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.

• Completed voluntary client relations training to learn ways to enhance customer satisfaction and improve productivity.

Education

Associate's degree in Business Administration

Tidewater Community College - Chesapeake, VA

January 2022 to Present

Diploma in Medical Assistant

Sanford-Brown Institute-Trevose - Trevose, PA

July 2009 to November 2010

High school Diploma

Delaware Valley High School - Philadelphia, PA

September 2005 to June 2009

Skills

• Customer Service

• Bilingual

• Bilingual Spanish

• Call Center

• Human Resource

• Fmla

• 401K

• ADP

• Medic

• Medical Receptionist

• Patient Care

• Medical Office Experience

• Insurance Verification

• Experience Administering

Injections

• Laboratory Experience

• Computer Operation

• Vital Signs

• Hospital Experience

• Computer Skills (10+ years)

• Administrative Experience

(10+ years)

• Phone Etiquette (10+ years)

• Benefits Administration (5

years)

• Help Desk (5 years)

• Technology (4 years)

• Technical Support (4 years)

• IT Support

• Help Desk (4 years)

• Time Management (5 years)

• Typing (8 years)

• Communications (8 years)

• Medical Records

• Caregiving

• Employee Orientation

• Triage Avaya Phone Clarify

system Pass system

Common front end system

Workforce management

Microsoft office Pre-Certs

through Navinet & Med

Solutions Bilingual

(Spanish) Data Entry (55

WPM)

Medical Terminology

Experienced with

MEDITECH

Obtaining/charting vital

signs Venipuncture and

blood draw EMR

(Mountainside) Patient

Scheduling Chart

preparation and filing

Patient Education

Specimen

collection/processing

Orthopedic experience

• Epic

• Clerical Experience

• Desktop Support

• Anatomy Knowledge

• IDS

Languages

• Spanish - Expert/ Native Speaker

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